ONLINE SUPPORT METHODS

Applicable to the Blogbio Platform

PREAMBLE

This document has been specifically developed for Blogbio based on the nature of its Website Builder and Software as a Service (“SaaS”) model, the Terms of Service, Privacy Policy, Content Policy, Payment Policy, and other legal documents published by Blogbio.

This Policy applies to all Users who use Blogbio’s support channels during the registration, management, and use of the services. Where support procedures, the scope of services, or applicable legal requirements change, Blogbio reserves the right to update this Policy and publish a new version on the system.

By using the services, the User acknowledges that they have read, understood, and agreed to comply with this Policy.

1. SUPPORT OBJECTIVES AND PRINCIPLES

Blogbio maintains an online support system to help Users access and use the platform conveniently, resolve issues arising during use, and ensure that websites operate in a stable and secure manner throughout the service period.

All support requests shall be received and handled in a fair and transparent manner, within the scope of the services provided, and in accordance with the Terms of Service and other relevant Blogbio policies.

1.1 Support Principles

Blogbio provides support based on the following principles:

• Receiving and handling requests within the scope of the services provided by Blogbio;

• Verifying account ownership before performing any action that may affect data or access rights;

• Prioritizing incidents that may affect security, data, account access, or website operations;

• Providing guidance through standardized, clear, and verifiable procedures;

• Not requesting Users to provide passwords, OTP codes, CVV codes, payment card information, or other sensitive security information;

• Protecting the confidentiality of all communications to the extent necessary to resolve the request;

• Recording each request under a support ticket reference number for tracking, reconciliation, and service quality improvement purposes.

1.2 Support Objectives

Blogbio aims to:

• Help Users make effective use of the platform’s features;

• Minimize service interruption periods;

• Reduce the risk of data loss or loss of account access;

• Support the resolution of issues relating to payments, data, content, and security;

• Receive feedback to improve products, user guides, and service quality.

2. SUPPORT METHODS AND CHANNELS

Blogbio receives requests through the support channels published on the Website or in the User dashboard.

The availability of each support channel may depend on the relevant time, region, and Blogbio’s operational plans.

Blogbio may add, change, or discontinue a support channel where necessary and shall publish the relevant information on the Website.

3. REQUEST RECEIPT AND HANDLING TIMES

Users may submit support requests at any time through Blogbio’s online support channels.

The working hours of the support department shall be published in the Contact section, Help Center, or other official Blogbio information pages.

3.1 Receipt of Requests

• The system receives requests continuously;

• Requests submitted outside working hours shall still be recorded automatically;

• The receipt time shall be determined based on the time at which the request is recorded by the system.

3.2 Response Times

Blogbio aims to respond according to the priority level assigned to each request.

The response time shall be calculated from the time Blogbio receives sufficient information necessary to verify and handle the request.

Where coordination with a service provider, payment service provider, domain registrar, or competent authority is required, the handling period may be longer than initially expected.

Where additional time is required, Blogbio shall provide status and progress updates through an appropriate communication channel.

3.3 Priority Cases

Blogbio shall give priority to the following matters:

• Loss of access to an administrative account;

• A website becoming inaccessible;

• Suspected account takeover;

• Actual or suspected data leakage;

• Successful payment without corresponding service activation;

• Incidents affecting multiple Users or the entire system.

4. SCOPE OF SUPPORT

Blogbio provides support for matters arising directly from a User’s registration, management, and use of the Blogbio platform.

Support shall be provided within the scope of the relevant features, service plan, and Blogbio’s operational responsibilities.

4.1 Account and Verification Support

Blogbio supports Users with account-related matters, including:

• Registering a new account;

• Verifying an email address, telephone number, or other verification method applied by Blogbio;

• Activating an account and resolving activation errors;

• Logging in, recovering forgotten passwords, or resetting passwords;

• Restoring access where the User can prove account ownership;

• Updating account information in accordance with Blogbio’s requirements;

• Managing login sessions and resolving account security issues.

4.2 Website and Content Support

Blogbio supports Users in creating and managing websites, including:

• Creating a new website;

• Setting up the website structure;

• Creating, editing, saving, and publishing content;

• Managing posts, images, files, and other resources;

• Configuring the interface and basic website settings;

• Connecting custom domains or subdomains in accordance with the features of the relevant service plan;

• Resolving technical errors arising from the use of features provided by Blogbio.

4.3 Payment and Service Plan Support

Blogbio supports Users with matters relating to transactions and service plans, including:

• Providing information about service plans;

• Reviewing payment status;

• Activating services following payment;

• Renewing, upgrading, or downgrading service plans;

• Providing guidance on electronic invoice issuance;

• Receiving refund requests in accordance with Blogbio’s Refund Policy;

• Reconciling transactions affected by errors or unusual activity.

4.4 Data and Privacy Support

Blogbio receives and handles requests relating to User data in accordance with the Privacy Policy, including:

• Requests to access personal data;

• Requests to correct or update information;

• Requests to export data where supported by the system;

• Requests to delete data subject to the applicable conditions;

• Reports of unauthorized access or suspected data leakage.

4.5 Support for Violation Reports

Blogbio receives reports relating to:

• Unlawful content;

• Impersonating or fraudulent content;

• Intellectual property infringement;

• Privacy violations;

• Websites using Blogbio to engage in unlawful conduct;

• Violations of Blogbio’s Terms of Service or Content Policy.

Such reports shall be handled in accordance with Blogbio’s procedures for receiving and resolving complaints or violation reports.

5. MATTERS OUTSIDE THE SCOPE OF SUPPORT

Unless otherwise agreed in writing or expressly included in the relevant service plan, Blogbio shall not be obligated to provide support for the following matters:

5.1 User-Created Content

Blogbio shall not be responsible for:

• Writing or editing content;

• Translation services;

• Brand design;

• Graphic design;

• Verifying the accuracy of content;

• Assuming legal responsibility for content uploaded or published by Users.

5.2 Professional Advisory Services

Blogbio does not provide:

• Legal advice;

• Tax advice;

• Accounting advice;

• Investment advice;

• Medical advice;

• Advice regarding industry-specific licenses or permits;

• Professional opinions outside the scope of Website Builder services.

5.3 User Devices and Infrastructure

Blogbio shall not be responsible for repairing or configuring:

• Computers;

• Mobile phones;

• Network devices;

• Operating systems;

• Web browsers;

• Third-party software;

• Internet connections.

5.4 Third-Party Services

Blogbio does not guarantee unlimited support for:

• Domain name registrars;

• DNS services;

• Business email services;

• Advertising tools;

• Analytics services;

• Third-party hosting services;

• APIs or integrated services not operated by Blogbio.

5.5 Business Results

Blogbio does not guarantee:

• SEO rankings;

• Website traffic;

• Revenue;

• Advertising performance;

• Conversion rates;

• Sales volume;

• The ability to generate income from a website.

5.6 Data That Can No Longer Be Recovered

Blogbio does not guarantee the recovery of:

• Data that has been permanently deleted;

• Data that is no longer available in backup systems;

• Data lost due to failures of User devices or third-party services;

• Data deleted by the User after the applicable recovery period has expired.

6. GUIDELINES FOR SUBMITTING SUPPORT REQUESTS

To enable support requests to be handled promptly and accurately, Users should provide complete information when first submitting the request.

6.1 Information to Be Provided

A support request should include:

• Full name or organization name;

• Registered email address or telephone number;

• Account ID, where available;

• The relevant website name or URL;

• A clear description of the issue;

• The date and time when the issue occurred;

• The actions taken before the issue occurred;

• The desired outcome;

• Information regarding the device, browser, and operating system being used;

• Screenshots, videos, or error codes, where available.

6.2 Information That Should Not Be Submitted

To protect account security, Users should not provide Blogbio with:

• Account passwords;

• OTP codes;

• CVV codes;

• Banking passwords;

• Authentication keys;

• Confidential payment method information;

• Personal data of unrelated third parties.

Blogbio shall not request Users to provide any of the above information in any form.

6.3 Requests for Additional Information

Where the information provided is insufficient for verification or handling, Blogbio may require the User to submit additional records or supporting documents.

If the User fails to provide the necessary information within the notified period, Blogbio may suspend or close the support request until the additional information is received.

7. PRIORITY CLASSIFICATION

To ensure that incidents with a significant impact are handled promptly, Blogbio classifies support requests according to the following priority levels.

7.1 Priority Levels

7.2 Principles for Determining Priority

Priority shall be determined based on the actual scope of impact, the level of risk to the system and data, and the User’s ability to continue using the services.

The priority level selected by the User is for reference only. Following verification, Blogbio may adjust the priority level to reflect the actual nature of the matter.

Intentionally submitting multiple requests as critical where the relevant criteria are not satisfied may delay the handling process and adversely affect other requests.

7.3 Initial Response Targets

Blogbio aims to provide an initial response according to the following priority levels:

These timeframes are operational targets and may vary where verification with a third party, service provider, or competent authority is required.

8. SUPPORT REQUEST HANDLING PROCEDURE

All support requests shall be handled through a standardized process to ensure transparency, traceability, and service quality.

8.1 Receipt of Requests

Upon receiving a request through a support channel, Blogbio shall record:

• The date and time of receipt;

• The submission channel;

• The requester’s information;

• The content of the request;

• The initial priority level.

For support channels capable of generating support ticket numbers, the system shall automatically create a request reference number for tracking purposes.

8.2 Verification of Information

Blogbio may require the User to provide additional information to verify:

• Account ownership;

• The relevant website;

• The payment transaction;

• The identity of the requester;

• Lawful authority to act;

• Necessary documents or evidence.

Verification is intended to ensure that Blogbio only takes action for the appropriate authorized person.

8.3 Classification and Assignment

Following verification, the request shall be assigned to the appropriate specialist department, which may include:

• Technical Support;

• Account Management;

• Payments and Invoicing;

• Privacy and Data;

• Content and Moderation;

• System Security.

Where a request involves multiple areas, Blogbio may coordinate between several departments to handle the matter.

8.4 Investigation and Remediation

The responsible department may perform one or more of the following activities:

• Review system logs;

• Reconcile relevant data;

• Review transaction status;

• Review website configurations;

• Reproduce the error;

• Assess whether other Users may be affected;

• Apply necessary technical measures to remedy the incident.

Where necessary, Blogbio may require the User to cooperate in completing diagnostic steps or confirming the outcome.

8.5 Communication of the Outcome

Upon completion of the handling process, Blogbio shall notify the User of:

• The handling outcome;

• The cause of the incident, to the extent that it may be disclosed;

• The measures taken;

• Further instructions where additional action is required from the User;

• The right to submit a complaint or request reconsideration, where applicable.

8.6 Closure of Requests

A support ticket may be closed where:

• The matter has been fully resolved;

• The User confirms the outcome;

• The User fails to respond within a reasonable period after Blogbio requests additional information;

• The matter cannot be further addressed or falls outside Blogbio’s scope of support.

Where the issue recurs, the User may submit a new request or request that the support ticket be reopened, provided that the case remains within the applicable record-retention period.

9. REMOTE SUPPORT AND SECURITY

In certain complex cases, Blogbio may propose remote support in order to directly observe the User’s situation and reduce the time required to resolve the issue.

9.1 Conditions for Remote Support

Remote support shall only be provided where all of the following conditions are satisfied:

• The User gives clear consent before the support session begins;

• Blogbio has verified the account through an appropriate procedure;

• Remote support is genuinely necessary to resolve the issue;

• The User remains present throughout the support session;

• Blogbio does not automatically access the User’s device without prior consent.

9.2 Scope of Remote Support

During a remote support session, Blogbio shall only perform actions necessary to:

• Observe the issue;

• Review configurations relating to Blogbio;

• Guide the User through relevant steps;

• Verify the operational status of the website;

• Assist in resolving issues within the scope of the services.

Blogbio shall not perform any action beyond the scope agreed with the User.

9.3 Security Principles

During remote support:

• Blogbio shall not require the User to provide banking passwords, OTP codes, or confidential payment information;

• Blogbio shall not copy, download, or store data unrelated to the support request without authorization;

• The User may terminate the support session at any time;

• Remote access must be terminated immediately after the support session is completed;

• Where the support session is recorded or logged for training or quality-control purposes, Blogbio shall notify the User in advance in accordance with applicable law.

10. INCIDENT AND MAINTENANCE NOTIFICATIONS

To maintain the stability, security, and continuity of the services, Blogbio may perform scheduled system maintenance or address incidents arising during operations.

Blogbio shall use reasonable efforts to notify Users, where appropriate, of planned maintenance activities or incidents affecting the availability or use of the services.

10.1 Maintenance Notices

For scheduled maintenance, Blogbio may provide advance notice through one or more of the following methods:

• Notices on the Website or administrative dashboard;

• Emails sent to registered email addresses;

• Notifications within User accounts;

• The Help Center or other official information channels.

The notice may include:

• The expected start and completion times;

• The scope of services affected;

• Features that may be temporarily unavailable;

• Recommendations for Users during the maintenance period.

10.2 Incident Notifications

Where an unplanned technical incident occurs, Blogbio shall proactively record and assess the impact and implement remedial measures within a reasonable period.

Where necessary, Blogbio may provide updates regarding:

• A description of the incident or the scope of its impact;

• The services or features affected;

• Temporary workarounds, where available;

• The progress of remediation and the estimated restoration time.

The time required to resolve an incident may vary depending on the nature and severity of the incident, its underlying cause, or the level of cooperation required from relevant service providers.

10.3 Emergency Circumstances

Where an incident may affect system security, data protection, service continuity, or Users’ rights and interests, Blogbio reserves the right to immediately implement necessary technical measures without prior notice.

Such measures may include, but are not limited to:

• Temporarily suspending some or all services;

• Temporarily disabling certain features;

• Restricting access rights;

• Blocking access from sources showing signs of risk;

• Isolating or disabling components that may adversely affect the system.

Once the emergency has been brought under control, Blogbio shall, where appropriate, notify Users of the cause, scope of impact, and service restoration status.

10.4 Limitations on Information Disclosure

To protect system security and prevent the exploitation of security vulnerabilities, Blogbio reserves the right not to disclose all technical information relating to an incident, remediation procedures, or system protection mechanisms.

Information disclosed to Users shall be limited to what is reasonably necessary for them to understand the service status and any actions they may need to take.

10.5 User Responsibilities

Upon receiving an incident or maintenance notice, Users are responsible for:

• Following the instructions published by Blogbio;

• Backing up important data where necessary;

• Refraining from any action that may increase the impact of the incident;

• Promptly notifying Blogbio of any unusual activity that has not already been disclosed.

Blogbio shall not be liable for loss or damage arising from a User’s failure to follow applicable instructions or continued performance of actions that may result in data loss after an appropriate warning has been issued.

11. PAYMENT, ACCOUNT, AND DATA SUPPORT

11.1 Payment Support

For issues relating to payments, renewals, invoices, or refunds, Users must provide sufficient information to enable Blogbio to reconcile and verify the relevant transaction.

The information provided should include:

• Order ID or transaction ID;

• Date, time, and amount of payment;

• Payment method used;

• Relevant service plan or feature;

• Screenshots or proof of payment, where available.

Blogbio shall not require Users to provide:

• Banking passwords;

• OTP codes;

• CVV or CVC codes;

• Full payment card numbers.

Transaction verification may require coordination with a bank or payment gateway provider. Accordingly, the handling time may depend in part on the relevant third party.

11.2 Account Support

Where a User requests the restoration of access, changes to important account information, or assistance with a security incident, Blogbio may require additional verification in order to protect the account.

Verification information may include:

• The registered email address or telephone number;

• Verification codes;

• Devices commonly used to access the account;

• Login history;

• The date on which the account was created;

• Website administrative rights;

• Previous payment information;

• Documents proving representative authority for an organizational account, where necessary.

Blogbio may refuse to make account-related changes where:

• The lawful account owner cannot be verified;

• There are indications of impersonation or account takeover;

• There is a dispute regarding account ownership;

• A request has been received from a competent authority.

11.3 Data Support

Users may submit requests relating to:

• Accessing data;

• Exporting data;

• Correcting data;

• Deleting data;

• Restoring data to the extent supported.

Such requests shall be handled in accordance with the Privacy Policy and Blogbio’s data protection procedures.

In certain circumstances, Blogbio may refuse or restrict a request where:

• The request would affect the rights of a third party;

• The request would violate applicable law;

• The data has already been deleted from the system;

• The data remains only in technical backup copies;

• Compliance with the request would affect system integrity or security.

The processing of data-related requests may take longer than ordinary support requests because identity verification, access-right reviews, and legal retention obligations may be required.

12. ACCESSIBILITY AND LANGUAGE SUPPORT

Blogbio endeavors to provide online support in a manner that is accessible to different groups of Users.

Subject to available operational resources, Blogbio may:

• Provide clear written guidance;

• Design support materials using an easy-to-read structure;

• Use headings, lists, and content that are easy to follow;

• Provide materials that may be copied or saved;

• Offer support through multiple communication channels.

Users requiring special assistance may notify Blogbio in advance so that an appropriate support method may be selected.

The primary support language shall be published on Blogbio.

Additional languages may be supported from time to time, depending on Blogbio’s resources and operational capabilities.

Where multiple language versions are available, the version designated by Blogbio as the official version shall prevail in the event of any discrepancy in content.

13. SERVICE QUALITY AND FEEDBACK

Blogbio regularly monitors the quality of its support activities in order to improve the User experience and enhance the services.

The indicators monitored may include:

• Initial response time;

• Request resolution time;

• First-contact resolution rate;

• Request reopening rate;

• Overdue request rate;

• User satisfaction levels;

• Categories of recurring issues;

• Effectiveness of user guides and the Help Center.

After a request has been handled, Blogbio may send a survey or feedback form to obtain the User’s comments.

Feedback may be used to:

• Improve products;

• Enhance support procedures;

• Improve staff training;

• Identify recurring issues;

• Strengthen incident prevention capabilities.

Feedback shall be processed in accordance with the Privacy Policy and shall not be used for purposes unrelated to service improvement unless an appropriate legal basis exists.

14. USER RESPONSIBILITIES

To ensure that support is provided promptly, accurately, and securely, Users are responsible for:

• Providing truthful, complete, and accurate information;

• Using Blogbio’s official support channels;

• Responding to requests for additional information within a reasonable period;

• Completing diagnostic steps as instructed by support personnel;

• Protecting their account, email address, telephone number, and authentication methods;

• Not sharing passwords, OTP codes, or payment information with any person;

• Backing up important data before performing actions that may affect the website;

• Testing outcomes in an appropriate environment before applying them across the entire website;

• Promptly reporting any indication of unauthorized access, data leakage, or fraudulent conduct.

Users must not:

• Submit insulting, threatening, or harassing content to support personnel;

• Submit requests in bulk for the purpose of disrupting support operations;

• Require Blogbio to perform unlawful actions or actions contrary to its policies;

• Intentionally provide false information or fabricated evidence;

• Request access to data or accounts that they are not lawfully authorized to manage.

Blogbio reserves the right to refuse support or apply appropriate measures in response to abuse of support channels in accordance with the Terms of Service and other relevant policies.

16. FINAL PROVISIONS

This Policy shall take effect from the date on which it is published by Metaconex on the Website.

If any provision of this Policy is determined to be invalid under applicable law, the remaining provisions shall remain in full force and effect.

This Policy shall be governed by applicable law and shall apply together with the Terms of Service, Privacy Policy, and other Blogbio policies.